RESUME

Diane Sandahl, -- **** Bridge Street, Clarkston, WA 99403

503-***-****

Quality Assurance Subject Matter Expert for the Intel Marketing and Customer Support Web Site -- August 2008 to June 2011

Provided Quality Assurance Support for the Email and Phone Agents per Intel's Requirements

Weekly Customer Support Agent Performance Reports to Intel Managers and Team Manager; Coach Agents on possible improvements with their assistance to customers

Grammar; Spelling; Tone of Voice for Phone Agents and/or Tone of Email Language; Correct Answer Given to the Customer; Sentence Structure; Willingness to Please; Timely Follow-Up for Return Emails and Phone Calls to Customer

Handled All Difficult Customer Issues; Requirement for Extensive Knowledge of Intel's Over 2,500 and More Pages of Information on Their Web Site

Ability to Train Agents on New Software; Setup and Maintain Intel's Recurring Customer Email Answers for Each Group on the Intel Web Site

Monthly Report to the Intel Managers to ensure no broken links, misspellings, etc., on the Intel Web Site

Experience to Deal with Difficult Agents with Professional and Calm Demeanor; Received Several Awards for Excellence of Service from My 2 Intel Program Managers

Customer Support Lead Online Moderator and Associate Trainer of Moderators for Disney Online Games -- October 2005 to May 2008

Highly Skilled Online Moderation of Disney Online Games to Ensure the Safety of All Children and Adult Users; Requirement to Recognize Disney's Yellow and Red Alert System to Immediately Report to Disney Managers, Any Grooming Where Personal Information Such As, Age, Address, Phone Number, etc., Are Asked from Another User to a Child and Also If Personal Information Is Willingly Given to Another User for Any Reason.

Handled All Escalation Phone Calls from or To Users to Inform Them of a Suspension, Temporary Suspension, 3-Day Hold, etc., for Their Non-Compliance of Disney's Rules for Their Online Games; Dealt with All Difficult Adults/Parents/Children Who Were Not Complying with Disney Online Games Per Email and/or Phone Call; Trained and Then Supported All Disney Online Moderators Per Disney's Requirements for Online Rules and Regulations; Safety Issues for Children and Adults

Office Manager/Publications Specialist, ImageBuilder Software, Inc. -- September 1993 - February 1996

Executive Assistant to the President/CEO; Vice Presidents/Software Engineers; Supervised Receptionist Position; First Contact with Vendors; Travel/Hotel Arrangements; Designed logos for customers; Technical Writer for Software Instruction Manuals

Testing Support Specialist -- Hillsboro High School District 3JT -- December 1989 - July 1993; This was a position I designed and was approved by the Board of Education for the Hillsboro School District.

Used DOS/Various Software Programs to design/enter/printout all student information for each Teacher/Class for 2 High Schools and 26 Elementary Schools for all Statewide Testing throughout the school year. Learned Testing Equipment to Scan, Score and Report all Testing results for each Teacher in all classes being tested; assisted 2 Directors of Education with all Executive Assistant duties; Trained Testing Secretaries in all Schools and troubleshoot any/all issues with equipment or procedural questions; Desktop Published annual Booklet for the School District where Teachers chose individual students stories in Writing Assessment Testing for publication.

Executive Hospital Visit Assistant to the President of the American Board of Internal Medicine -- June 1987 - December 1989

Setup schedule for all Doctors throughout the United States to visit Hospitals and report on their training programs for all Residents and Interns; Used specialized software program in this field to enter all Doctors’ report information and the forwarded to the President; Desktop Published Annual Summer Conference Book and all Training Manuals for each Specialty in Internal Medicine for Residents/Interns; assisted with the setup and supervision of all Residents taking the test to receive their American Board of Internal Medicine Certification.

Court Reporter for the Workman’s Compensation Board Portland, Oregon - 1984 – 1986

Required long hours - excellent communication skills with all Judges/Attorney’s for Client and the Board.

Accuracy had to be 100% in relay of information for Opening/Closing Statements, Cross and Re-Cross; and more throughout the entire Hearing in order for the Transcription Staff - as well as, spelling of all Attorney’s names, Clients names, Hospitals, Clinics, Doctors and so forth.

Setup Courtroom for the Judges Bench, the Attorney’s Tables - ensured the microphones were working correctly, and other areas and/or supplies, i.e., pencils, pens, paper were readily available to all if needed.

High level of professionalism required for Judges, Attorneys’, Clients, Doctors, and Private Investigators.

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